To my fellow authors who provide support via email/forum/ticket system etc: how often do you respond? Do you only address each question once a day? Multiple times per day? I know a lot of authors advertise a fairly standard 24-48 hour response time but I’m wondering how many of you will actively follow issues throughout the day and respond multiple times.
More often on here if there was a NOTIFICATION bubble in the top menu, arghhh its so frustrating.
Usually, as soon as my iPhone smacks me with a notification that I have an unread question on an item! If it’s something that requires a computer, the moment I get home, but no later than 48 hours. Only if on vacation and then I mention it to the buyer so he knows ahead of time that the delay is not on purpose!
Looking at my support ticket queue, there’s about 70 out of 114 that are over a week old.
I try realllllly hard to get ontop of tickets, but over the past week I’ve only been getting through about 10 a day :lazy:
Tomorrow I’ve cleared the day to get ontop of it, and should get the queue down to about 10.
My autoreply says between 2 and 6 days so I’m lagging behind major at the moment.
I have around 5-8 support requests a day, so I can handle them easily and fast when I’m online – most of them are pre-purchase questions or easy CSS fixes.
I always have a codecanyon tab open and email tab open, so as soon as I get a new request/question, I try to handle it right away if I’m online.
Usually I can answer everything in less than 24h unless it’s weekend or I’m traveling.
But I guess for authors with a bigger bigger volume of support requests this aproach wouldn’t work…
My policy is that I answer tickets within 24 hours Monday through Friday and I generally hold to that with 95% of tickets. I can count on one hand since I started that I went over 2 days without answering tickets.
I generally answer tickets once a day unless the person is quick and gets back to me while I’m answering other tickets and I’ll get right back to them.
I do try to make a conscious effort to be available most of the day to answer tickets for about a week after I release a theme to try and resolve any potential bugs or answer pre-sales questions.
When I see them, I answer. Fortunately there are very few of them and most of the time not related with problems in the item.
I think it depends of the marketplace.
nobody ever asked me for support here
Well i guess that’s a good thing!
3 Times a day on weekdays, morning, lunch and last thing before I finish work for the day.
Once a day on weekends, just to keep up to it
I think I spend about 15hrs a week on support.
Responding to support calls as soon as they come in, unless I’m away from my desk
This appears to work out just fine for now with quick response times. I’m just fortunate (or perhaps unfortunate, depends on how you look at it), to not have to deal with too many support calls yet. Customers love it though and often they will compliment the effort, while a few promise a 5 star rating